Susie, all you have to do is right click on the folder and select archive. It's very simple and it allows them to use your saved game to experience your issue first hand. Sometimes things are harder to fix especially since not everyone is experiencing the same thing.

Ana, thanks for the instructions. I'll send Playrix the archived file and see what happens. Actually, if 4 of us here are stuck in exactly the same spot, I would assume that everyone who purchased the game is experiencing the same thing. It's obviously a bug in the game that needs to be fixed.

Richard, ICAM. It seems as though they're just stalling because we are all receiving different responses from Playrix. I'll see what they say after I send them my archived file.

This makes me appreciate BFG's customer service so much more because, by now, we all would have received an apology along with a coupon for a free game. If one person complains, it could be their system. If 4 people (that we know of) complain about the same thing, it's obviously a glitch in the game.

Kjos-we seem to be at the same place, I also couldn't archive the file, I just attached it to an email.Richard-the file did not contain any saved games, just game data files. I have changed 'values' before in other games to make them work, perhaps this will be the case with this one also?

You cant attach a folder to an email without zipping it or archiving it. It will end up a blank. I don't know why you do not have a "add to archive" option if you are right clicking. Just zip it and send it and it will be okay.

Upsydaisy, most casual games do not have a .sav file. It will be a log file or data image that the save is embedded in.

I checked "Help and Support" and discovered that when I right-click on the folder, I then click on "Send to" and select "Compressed (zipped) folder". I now have a 33KB file that I can attach to my email.

Thanks for your help. It's always nice to learn something new and, if I ever have to zip another file, I'll know how !